Very disappointing experience -- poor communication and unacceptable customer service…read more
Our experience with Martha's Vineyard Excursions was disappointing enough that I believe prospective customers should know what happened before trusting an important day on the island to this company.
This was a special family trip. My brother and family had flown in from North Carolina to visit, and we went to considerable lengths to plan a memorable Martha's Vineyard experience together. We traveled from Duxbury, coordinated the ferry and transportation, and arrived early for our scheduled 10:30 a.m. tour.
When we arrived, three tour vans were present, but no one clearly explained which vehicle belonged to our group. We had to figure that out ourselves.
It was approximately 88 degrees, sunny, hot, and humid. Our guide, Jim, was initially friendly. At about 10:25, he told us we were waiting for a passenger who was approximately 10 minutes away.
At 10:35, after our scheduled departure time, we asked for an update. We were then told that we were actually waiting for two passengers and that the tour would begin when they arrived.
We continued waiting.
Approximately ten passengers who had arrived on time sat in the van with the air conditioning off while we waited for people who had not arrived for the scheduled departure.
After another 20-25 minutes, I approached Jim and asked what was happening and why everyone who had arrived on time was still being required to wait.
That is when a frustrating delay became an unacceptable customer-service experience.
Rather than acknowledging the inconvenience, apologizing, or providing a meaningful update, Jim became dismissive and passive-aggressive. His response essentially communicated that he had already explained the situation and that we should stop asking, continue waiting, or leave.
Several passengers were visibly frustrated, and another passenger also complained. My brother attempted to explain that Jim's treatment of customers was inappropriate, but his concerns were met with the same lack of professionalism.
After more than 45 minutes of waiting, we decided to leave rather than begin what was supposed to be an enjoyable family experience under those circumstances.
As we were leaving, the two passengers everyone had apparently been waiting for finally arrived.
I understand that people are occasionally late. What I do not understand is requiring approximately ten customers who arrived as instructed to wait for an extended period in a hot vehicle, providing inadequate communication, and then treating them dismissively when they reasonably ask when their scheduled tour will begin.
The unmistakable impression was that accommodating two significantly late passengers mattered more than honoring the time and experience of the customers who arrived on time.
I spent 21 years in the military, and one lesson that has stayed with me is simple: you never know what another person has gone through to be standing in front of you.
You do not know how far someone traveled, what sacrifices they made, what challenges they may be dealing with, or why a particular day with their family matters to them. That is why courtesy, communication, and basic human dignity matter.
In our case, family had flown from North Carolina and we had traveled from Duxbury specifically to spend this day together.
A simple apology, periodic updates, air conditioning while customers waited, and a reasonable policy for late passengers could have prevented nearly all of this.
Instead, we walked away frustrated, embarrassed, exhausted, and without the experience we had carefully planned.
I believe Martha's Vineyard Excursions should provide a full refund and review both its departure procedures and customer-service expectations.
Based on our experience, I cannot recommend Martha's Vineyard Excursions. Visitors have limited time on Martha's Vineyard, and I would strongly encourage prospective customers--especially families planning a special trip--to consider other options.
